It major incident management response and communication
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IT Major Incident Management Response and Communication. A Collaborative Approach to IT Major Incident Management. Nancy Proctor Chris Wright K evin Chenoweth October 2012. Collaborative Approach to IT Major Incident Management. Objective: Expeditious Return to Normal Operations Managed

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IT Major Incident Management Response and Communication

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IT Major Incident Management Response and Communication

A Collaborative Approach to IT Major Incident Management

Nancy Proctor

Chris Wright

Kevin Chenoweth

October 2012


Collaborative Approach to IT Major Incident Management

  • Objective: Expeditious Return to Normal Operations

    • Managed

    • Measured

    • Deliberate

    • Safe

  • Collaborative effort: IT; Hospital Administration; VUMC Communications; (Inpatient) Systems Support Services; (Outpatient) Operations Systems Engineering, Operational Units; Others as needed


IT Major Incident Definition*

  • High impact, or potentially high operational impact

  • Requires a response that is above and beyond that given to normal incidents. Typically, requires:

    • Cross departmental coordination

    • Management escalation

    • Mobilization of additional resources

    • Increased communications

*ITIL Incident Management


IT Major Incident Phased Response and Escalation Points

  • Phase 1From IT Incident Awareness to activation of IT Technical Conference Call Bridge

  • Phase 2From Activation of IT Conference Call Bridge to Activation of Administrative Conference Call Bridge

  • Phase 3From Activation of Administrative Conference Call Bridge to Return toNormal Operations


Communication Protocols

  • Early “Heads Up” Advisory to Hospital Administrative Coordinators (via text page)

  • Technical IT Conference Call Bridge (CCB#1)

    • Reserved for IT troubleshooting and internal IT communications only

  • Administrative Conference Call Bridge (CCB#2)

    • Reserved for IT and Hospital Administration communication, and coordination of Operational response

    • Activated by IT on request from Hospital Administration

  • Medical Center Alerts and Communications

    • IT and Operations jointly approve content of alerts and medical center communications


Roles and ResponsibilitiesIncident Manager

  • Helpdesk Manager On Call assumes the role of Incident Manager*

    • Coordinates initial incident response and IT impact assessment

    • Liaise with Helpdesk, workgroups, and Informatics Admin On Call

    • Communicates IT impact assessment and status updates to Informatics Admin On Call, (via DR Admin on Administrative Conference Call Bridge if activated)

    • Maintains list of impacted systems and status

Currently Helpdesk Manager but this may change


Roles and ResponsibilitiesInformatics Administrator On Call (IC AOC)

  • Provides IT leadership and direction

  • Communicates impact assessment and status updates to Hospital Administration (ACs and AOC, depending on “phase”)

  • Presence on either Conference Call Bridge dependent on Incident Management Phase

  • Provides input to, and approves content of, enterprise communications

  • IT Counterpart to Hospital Administrator On Call


Roles and ResponsibilitiesSystems Support Services/Operations Systems Engineering

  • Receive initial notification from Helpdesk

    • Receive notification when Technical CCB is opened; SSS Primary On-Call will join the bridge to receive status briefing

    • Escalate to Systems Support Management as necessary

    • Assist with impact assessment(s), workarounds, end user communications, resource requirements, issue verification, and recovery verification

    • Provide advice re need for House-wide downtime

    • Assess need for StarPanel banner message; provide input to IT AOC and Hospital ACs on content

    • Receive notification when Administrative CCB is activated

  • Interact with Informatics Center Admin On Call, Hospital ICs, IT Leadership Liaison, Hospital AOCs on CCB #2 (Admin Bridge Line)


Roles and ResponsibilitiesHospital AC (Administrative Coordinator)

  • Receives initial “heads up” text alert, notification of IT Conference Call Bridge activation (but does not join call), and IT impact assessment from IC AOC

  • Conducts operational impact assessment

  • Determines need to activate Administrative Conference Call Bridge (CCB#2)

  • Determines need for overhead announcements, alerts and enterprise communications

  • Collaborates with IC AOC on content of announcements, alerts, and enterprise communications

  • Engages other Operational (non-IT) resources as necessary

  • Determines need to escalate within Hospital Administration hierarchy


Roles and ResponsibilitiesHospital AOC (Administrator On Call)

  • Receives initial notification and/or updates from Hospital Administrative Coordinator

  • Joins Administrative Conference Call Bridge

  • Leads Operational Response Activities

  • Establishes communication with IC AOC via Administrative Conference Call Bridge

  • Determines need to activate Emergency Operations Center (EOC)

  • Determines need for overhead announcements, alerts and enterprise communications

  • Collaborates with IC AOC on content of announcements, alerts and enterprise communications

  • Engages other Operational (non-IT) resources as necessary


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